Help & Support

Need some help or support using Thunderhead’s ONE Engagement Hub? Then you’ve come to the right place. We all need help from time to time, probably because you’ve discovered something we’ve missed, so you’re actually helping us. We’ll jump to it the moment we hear from you.

How
To ask for help is easy:
Either Email Thunderhead Support
Or visit Thunderhead’s self-service Support Portal to ask for help, track progress on issues you have raised, search an extensive knowledge base, give feedback on the ONE Engagement Hub and make suggestions for improvements to ONE.

Global Support

Europe (EU)
Support Office Hours: 9:00 AM UTC to 6:00 PM UTC
North America (NA)
Support Office Hours: 9:00 AM EST to 6:00 PM EST
Out of office hours Urgent/Critical Support:
North America support: +1 877 8388945
European support: +44 203 695 4629
 

Support SLAs

Thunderheads Customer based SLA is put in place to provide guidelines for the level of service expected by our customers during our supported business hours.

PRIORITY
MEDIUM – Inquiries about routine technical issues; information requests on application capabilities, navigation, installation, or configuration – 8 hours*
HIGH – System performance issue or bug affecting some but not all users – 4 hours*
URGENT – Persistent issue affecting many users; major functionality impacted; significant performance degradation – 2 hours
CRITICAL – Production issue affecting all users; system unavailability; data integrity issues – 1 hour
*office hours only

Service Status

At Thunderhead we work hard to keep service interruptions to a minimum and have a record of averaging 99.99% uptime across our core services.

But like anyone, we occasionally have interruptions in service. Typically, it’s just a small window of scheduled maintenance, which we try to do during non-working hours. If we do have an unplanned outage, we aim to keep your data safe and secure and get things back up and running as soon as possible.

So that you’re never left in the dark we post updates to our status page. Here you can see if we have an ongoing incident and details on uptime and past incidents. You can also subscribe to get incident updates sent to you.